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The Role of Facilities in Shaping Service Quality, Comfort, and Passenger Satisfaction: Evidence from the Banyuwangi Airport Waiting Room Agusinta, Lira
Indonesian Journal of Social Research (IJSR) Vol 7 No 3 (2025): Indonesian Journal of Social Research (IJSR)
Publisher : Universitas Djuanda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30997/ijsr.v7i3.668

This study investigates the impact of airport facilities on visitor satisfaction at Banyuwangi International Airport, with service quality and comfort as mediating variables. Using the Expectation-Confirmation Theory (ECT) as the theoretical framework, the research explores how passenger experiences in the airport waiting room shape overall satisfaction. A quantitative approach was applied. This research was conducted at Banyuwangi International Airport involving 80 respondents, with the determination of the sample size based on Roscoe's guidelines (multiplying the number of variables by 20), sampling was carried out accidentally to select respondents based on accessibility and availability. Data was analyzed using path analysis via SmartPLS. The results show that facilities significantly influence service quality and comfort and directly affect visitor satisfaction. Furthermore, service quality substantially mediates the relationship between facilities and satisfaction, reinforcing its critical role in shaping positive passenger perceptions. However, comfort was found to have no significant direct or mediating effect on satisfaction. These findings suggest that service quality plays a more substantial role in determining satisfaction than physical comfort in the context of regional airports. The study highlights the importance of integrating the provision of high-quality services with infrastructure development to enhance the passenger experience with improvements in physical infrastructure (environmental conditions, layout and functionality of spaces, signs, symbols, and artifacts), operational efficiency, and warm service from service officers are highly recommended to provide a more positive and memorable travel experience.

The Effect of Crane Performance and Loading/Unloading Productivity on Sales Growth at PT Jakarta International Container Terminal Gunawan, Indra; Agusinta, Lira; Saribanon, Euis
Dinasti International Journal of Digital Business Management Vol. 6 No. 6 (2025): Dinasti International Journal of Digital Business Management (October - Novembe
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v6i6.5852

The background of this study is based on the critical role of the logistics sector, particularly ports, in supporting the national economy through cost efficiency and increased competitiveness. However, data shows that PT JICT's sales growth declined from 2014 to 2018, indicating problems in maritime transport management, particularly in port operations. The decline in crane performance and fluctuations in loading and unloading productivity are suspected to be the main factors causing this decline in sales growth. Low crane performance slows loading and unloading, while unstable loading and unloading productivity hinder the effectiveness of port services. This study aims to analyze the effect of crane performance and loading and unloading productivity on sales growth at PT Jakarta International Container Terminal (JICT). Therefore, this study was conducted to empirically determine the extent to which crane performance and loading and unloading productivity affect sales growth at PT JICT, with the hope that the results will serve as a basis for evaluating and improving port operational management. This study aims to analyze the effect of crane performance and loading and unloading productivity on sales growth at PT Jakarta International Container Terminal (JICT). Therefore, this study was conducted to empirically determine the extent to which crane performance and loading and unloading productivity affect sales growth at PT JICT, with the hope that the results can serve as evaluation material and a basis for improving port operational management. This study uses a quantitative method, SEM-PLS analysis. The results show that crane performance has a positive, highly significant effect on sales growth at PT Jakarta International Container Terminal, while loading and unloading productivity also has a positive, significant impact on sales growth. However, crane performance does not have a direct or indirect effect on loading and unloading productivity, and loading and unloading productivity does not mediate the relationship between crane performance and sales growth.

Efektivitas Pelaksanaan Safety Management System (SMS) Sebagai Implikasi Dari Penerapan Manajemen Risiko Dan Jaminan Keselamatan Melalui Komitmen Manajemen Manik, Andry Nico; Agusinta, Lira; Abidin, Zaenal
Journal of Authentic Research Vol. 5 No. 1 (2026): Februari
Publisher : LITPAM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/r15qyk39

Abstrak Keselamatan penerbangan merupakan aspek krusial dalam industri penerbangan yang diatur melalui pelaksanaan Safety Management System (SMS). Meskipun SMS telah diadopsi secara formal oleh penyelenggara bandar udara di Indonesia, efektivitas pelaksanaannya masih menjadi tantangan, seperti yang terjadi di Bandar Udara Juanda. Penelitian ini bertujuan untuk menganalisis pengaruh manajemen risiko keselamatan dan jaminan keselamatan terhadap efektivitas pelaksanaan SMS, dengan komitmen manajemen sebagai variabel mediasi. Sampel sebanyak 71 responden dipilih dari populasi 245 personel bandar udara. Analisis data dilakukan menggunakan metode Structural Equation Modeling berbasis Partial Least Squares (PLS-SEM) dengan bantuan perangkat lunak SmartPLS versi 4.1. Hasil penelitian menunjukkan bahwa manajemen risiko keselamatan berpengaruh signifikan terhadap efektivitas pelaksanaan SMS baik secara langsung maupun tidak langsung melalui komitmen manajemen. Komitmen manajemen juga terbukti memiliki pengaruh yang signifikan dalam meningkatkan pelaksanaan SMS, mencerminkan pentingnya peran aktif manajemen, konsistensi kebijakan, dan dukungan sumber daya. Sebaliknya, jaminan keselamatan menunjukkan pengaruh positif namun tidak signifikan terhadap efektivitas pelaksanaan SMS, baik secara langsung maupun tidak langsung melalui komitmen manajemen. Aviation safety is a crucial aspect of the aviation industry, governed through the implementation of a Safety Management System (SMS). Although SMS has been formally adopted by airport operators in Indonesia, its implementation effectiveness remains a challenge, as observed at Juanda International Airport. This study aims to analyze the influence of safety risk management and safety assurance on the effectiveness of SMS implementation, with management commitment as a mediating variable. A total of 71 respondents were selected from a population of 245 airport personnel using purposive sampling. Data analysis was conducted using Structural Equation Modeling based on Partial Least Squares (PLS-SEM) with the assistance of SmartPLS version 4.1. The results indicate that safety risk management significantly influences the effectiveness of SMS implementation, both directly and indirectly through management commitment. Management commitment also has a significant impact on enhancing SMS implementation, highlighting the importance of active managerial involvement, policy consistency, and resource support. Conversely, safety assurance shows a positive but statistically insignificant effect on SMS effectiveness, both directly and indirectly through management commitment.

Efektivitas Pelaksanaan Safety Management System (SMS) Sebagai Implikasi Dari Penerapan Manajemen Risiko Dan Jaminan Keselamatan Melalui Komitmen Manajemen Manik, Andry Nico; Agusinta, Lira; Abidin, Zaenal
Journal of Authentic Research Vol. 5 No. 1 (2026): Februari
Publisher : LITPAM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/r15qyk39

Abstrak Keselamatan penerbangan merupakan aspek krusial dalam industri penerbangan yang diatur melalui pelaksanaan Safety Management System (SMS). Meskipun SMS telah diadopsi secara formal oleh penyelenggara bandar udara di Indonesia, efektivitas pelaksanaannya masih menjadi tantangan, seperti yang terjadi di Bandar Udara Juanda. Penelitian ini bertujuan untuk menganalisis pengaruh manajemen risiko keselamatan dan jaminan keselamatan terhadap efektivitas pelaksanaan SMS, dengan komitmen manajemen sebagai variabel mediasi. Sampel sebanyak 71 responden dipilih dari populasi 245 personel bandar udara. Analisis data dilakukan menggunakan metode Structural Equation Modeling berbasis Partial Least Squares (PLS-SEM) dengan bantuan perangkat lunak SmartPLS versi 4.1. Hasil penelitian menunjukkan bahwa manajemen risiko keselamatan berpengaruh signifikan terhadap efektivitas pelaksanaan SMS baik secara langsung maupun tidak langsung melalui komitmen manajemen. Komitmen manajemen juga terbukti memiliki pengaruh yang signifikan dalam meningkatkan pelaksanaan SMS, mencerminkan pentingnya peran aktif manajemen, konsistensi kebijakan, dan dukungan sumber daya. Sebaliknya, jaminan keselamatan menunjukkan pengaruh positif namun tidak signifikan terhadap efektivitas pelaksanaan SMS, baik secara langsung maupun tidak langsung melalui komitmen manajemen. Aviation safety is a crucial aspect of the aviation industry, governed through the implementation of a Safety Management System (SMS). Although SMS has been formally adopted by airport operators in Indonesia, its implementation effectiveness remains a challenge, as observed at Juanda International Airport. This study aims to analyze the influence of safety risk management and safety assurance on the effectiveness of SMS implementation, with management commitment as a mediating variable. A total of 71 respondents were selected from a population of 245 airport personnel using purposive sampling. Data analysis was conducted using Structural Equation Modeling based on Partial Least Squares (PLS-SEM) with the assistance of SmartPLS version 4.1. The results indicate that safety risk management significantly influences the effectiveness of SMS implementation, both directly and indirectly through management commitment. Management commitment also has a significant impact on enhancing SMS implementation, highlighting the importance of active managerial involvement, policy consistency, and resource support. Conversely, safety assurance shows a positive but statistically insignificant effect on SMS effectiveness, both directly and indirectly through management commitment.

Pengaruh Fasilitas, Harga dan Aksesibilitas Terhadap Tingkat Kepuasan Pengguna Jasa dengan Kualitas Layanan sebagai Variabel Mediasi di Bandar Udara Jenderal Besar Abdul Haris Nasution Mandailing Natal Indrawan, Agus; Agusinta, Lira; Abidin, Zaenal
Journal of Authentic Research Vol. 5 No. 2 (2026): May
Publisher : LITPAM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/fb4as163

Penelitian ini menganalisis pengaruh aksesibilitas, fasilitas, dan harga terhadap kepuasan pelanggan dengan kualitas layanan sebagai variabel mediasi di Bandar Udara Jenderal Besar Abdul Haris Nasution, Kabupaten Mandailing Natal, Sumatera Utara, yang dimotivasi oleh isu-isu terkait kecukupan fasilitas, harga tiket penerbangan perintis yang tinggi, akses transportasi umum yang terbatas, dan kinerja layanan personil bandar udara. Dengan menggunakan metode survei dan observasi, data dikumpulkan melalui kuesioner kepada pengguna layanan dan data sekunder tentang fasilitas, harga tiket, dan aksesibilitas, kemudian dianalisis secara statistik. Hasil penelitian menunjukkan bahwa aksesibilitas dan fasilitas memiliki pengaruh langsung yang positif tetapi lemah dan tidak signifikan terhadap kepuasan pelanggan, sedangkan harga cenderung memiliki pengaruh negatif yang lemah dan tidak signifikan. Namun, aksesibilitas, fasilitas dan harga masing-masing memiliki pengaruh positif dan signifikan terhadap kualitas layanan. Kualitas layanan memiliki pengaruh yang sangat kuat, positif, dan signifikan terhadap kepuasan pelanggan dan sepenuhnya memediasi hubungan antara aksesibilitas, fasilitas, dan harga dengan kepuasan pelanggan. This study analyzes the influence of accessibility, facilities, and price on customer satisfaction, with service quality as a mediating variable at Jenderal Besar Abdul Haris Nasution Airport, Mandailing Natal Regency, North Sumatra. The research is motivated by issues related to inadequate facilities, high ticket prices for pioneer flights, limited public transportation access, and the performance of airport service personnel. Using survey and observation methods, data were collected through questionnaires distributed to service users, as well as secondary data on facilities, ticket prices, and accessibility, and then analyzed statistically. The results show that accessibility and facilities have a direct positive but weak and insignificant effect on customer satisfaction, while price tends to have a weak and insignificant negative effect. However, accessibility, facilities, and price each have a positive and significant effect on service quality. Service quality has a very strong, positive, and significant effect on customer satisfaction and fully mediates the relationship between accessibility, facilities, and price with customer satisfaction.

The Effect of Service Quality and Price Fairness on Consumer Satisfaction through Corporate Image Cecep Pahrudin; Olfebri Olfebri; Lira Agusinta; Sugiyanto Sugiyanto; Otto Sugiharto Prakoso
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 1 (2026): JIMKES Edisi January 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i1.4719

This study aims to examine the effects of service quality and price fairness on corporate image through customer satisfaction among passengers of domestic low-cost carriers (LCCs) in Indonesia. The study employs a quantitative causal design and uses the SEM-PLS approach with SmartPLS 4.0 to test the proposed relationships among variables. Data were collected through an online questionnaire distributed to 203 respondents who had used domestic LCC services at least once in the past year. The results indicate that service quality has a positive and significant effect on customer satisfaction, and price fairness also has a positive and significant effect on customer satisfaction. Furthermore, service quality has a positive and significant direct effect on corporate image, while price fairness does not have a significant direct effect on corporate image. Customer satisfaction is found to have a positive and significant effect on corporate image. The mediation analysis further shows that customer satisfaction significantly mediates the relationship between service quality and corporate image, as well as the relationship between price fairness and corporate image. These findings suggest that although price fairness may not directly strengthen corporate image, it can enhance corporate image indirectly by increasing customer satisfaction. The novelty of this study lies in its integrated examination of service quality, price fairness, customer satisfaction, and corporate image in the context of Indonesia’s domestic low-cost airline industry in the post-pandemic period. Keywords: Service Quality, Price Fairness, Customer Satisfaction, Corporate Image, Domestic Low-Cost Carriers

PERAN AKTIF INSTITUT TRANSPORTASI DAN LOGISTIK (ITL) TRISAKTI DALAM SOSIALISASI LOGISTIK HALAL [HALAL LOGISTICS SOCIALIZATION IN THE LOGISTICS SOCIETY IN JAKARTA] Raden Didiet Rachmat Hidayat; Sandriana Marina; Aisyah Rahmawati; Reza Fauzi Jayasakti; Lira Agusinta
Jurnal Sinergitas PKM & CSR Vol. 5 No. 1 (2020): October
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/jspc.v5i1.3178

Law Number 33 of 2014 concerning Halal Product Guarantee (JPH) and Government Regulation Number 31 of 2019 concerning JPH Implementation Regulations have been issued for the halal industry which continues to grow its market share both in the world and in Indonesia. This industry requires a Logistics Service Provider (LSP) company that is halal certified or commonly called halal logistics for storage and distribution services with transportation services in it. Apart from products and processes, halal logistics readiness has an important role in supply chain management as a factor in the Halal Assurance System (HAS). The purpose of this community service activity is to socialize halal logistics to stakeholders who will be directly involved in halal logistics activities. This outreach activity was carried out by providing partners with a framework of halal logistics, Halal Assurance System (SJH) and Halal Logistics opportunities in Indonesia. The method of delivering Halal Logistics socialization materials is carried out by using offline and on-line meetings, discussions and questions and answers. The result of this activity is the increased knowledge and understanding of the community regarding halal logistics. BAHASA INDONESIA ABSTRACT: Undang-Undang Nomor 33 Tahun 2014 tentang Jaminan Produk Halal (JPH) serta Peraturan Pemerintah Nomor 31 Tahun 2019 tentang Peraturan Pelaksanaan JPH telah dikeluarkan untuk industri halal yang terus berkembang pangsa pasarnya baik di dunia maupun di Indonesia. Industri ini membutuhkan perusahaan Logistics Service Provider (LSP) yang bersertifikat halal atau biasa disebut logistik halal untuk jasa penyimpanan dan distribusi dengan jasa transportasi didalamnya. Selain di bidang produk dan proses, kesiapan logistik halal mempunyai peranan penting dalam manajemen rantai pasokan sebagai salah satu faktor Sistem Jaminan Halal (SJH). Tujuan kegiatan pengabdian kepada masyarakat ini adalah mensosialisasikan halal logistik kepada para stakeholder yang akan terlibat langsung dalam aktifitas halal logistik. Kegiatan sosialisasi ini dilaksanakan dengan memberikan kerangka pikir dari logistik halal, Sistem Jaminan Halal (SJH) serta peluang Logistik Halal di Indonesia kepada mitra. Metode penyampaian materi sosialisasi Logistik Halal dilakukan dengan menggunakan pertemuan offline maupun on line, diskusi dan tanya jawab. Hasil kegiatan ini adalah meningkatnya pengetahuan dan pemahaman masyarakat terkait logistik halal.

Implementasi Onshore Power System Terhadap Kapal Sandar pada Beberapa Pelabuhan di Pulau Jawa – Indonesia Febriyanti, Febriyanti; Thamrin, Muhammad; Agusinta, Lira; Pahala, Yosi
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol. 13 No. 2 (2026): Juli
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mtl.v13i2.1784

Kurangnya identifikasi aksi mitigasi baru untuk menurunkan emisi transportasi laut dan belum optimalnya pengumpulan data aktivitas menjadi permasalahan utama. Penelitian ini bertujuan menganalisis implementasi, efisiensi, dan tarif layanan Onshore Power System (OPS) di pelabuhan Pulau Jawa, Indonesia, serta melakukan kajian Systematic Literature Review (SLR) untuk mengevaluasi dampak OPS terhadap efisiensi biaya dan lingkungan saat kapal bersandar. Metode penelitian menggunakan SLR dengan aplikasi NVivo 12 untuk pengkodean data berdasarkan tema seperti pelabuhan ramah lingkungan, efisiensi biaya, energi terbarukan, dan penghematan bahan bakar. Fokus penelitian pada Pelabuhan Tanjung Perak, Tanjung Emas, dan Tanjung Intan. Hasil penelitian menunjukkan bahwa implementasi OPS mampu mengurangi biaya operasional perusahaan pelayaran secara signifikan pada berbagai jenis kapal. Namun, tarif layanan OPS di tiga pelabuhan menunjukkan variasi yang memengaruhi keputusan perusahaan pelayaran. Penelitian ini memiliki batasan, seperti terbatasnya data aktivitas langsung dan cakupan analisis pada pelabuhan di Pulau Jawa, sehingga generalisasi ke pelabuhan lain memerlukan studi lanjutan. Dampak jangka panjang OPS terhadap emisi karbon juga belum dianalisis. Penelitian ini memberikan wawasan awal tentang manfaat OPS dan mendorong perlunya kajian lebih mendalam untuk memperluas cakupan analisis dan meningkatkan keakuratan data

Service Quality sebagai Enabling Condition: Membangun Kepuasan Pelanggan Melalui Ritel Bandara Aminudin Hendriyanto; Lucky Mardiono Anindita; Muhammad Iqbal Firdaus; Lira Agusinta
Jurnal Kewirausahaan dan Multi Talenta Vol. 4 No. 2 (2026): Jurnal Kewirausahan dan Multi Talenta (April - Juni 2026)
Publisher : Siber Nusantara Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jkmt.v4i2.611

Transformasi bandara modern menjadi pusat layanan non-aeronautika menjadikan ketersediaan fasilitas retail dan kualitas layanan sebagai faktor strategis dalam membentuk pengalaman penumpang. Penelitian ini bertujuan untuk menganalisis pengaruh retail dan kualitas layanan terhadap kepuasan pelanggan di Bandara Internasional Soekarno-Hatta. Menggunakan pendekatan kuantitatif dengan metode survei, data dikumpulkan melalui kuesioner dari 129 responden yang merupakan penumpang dan pernah bertransaksi di area retail bandara. Pengolahan data dilakukan dengan teknik Structural Equation Modeling berbasis Partial Least Squares (SEM-PLS). Hasil pengujian menunjukkan bahwa kualitas layanan dan retail berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Temuan ini mengindikasikan bahwa interaksi pelayanan langsung memiliki peran lebih dominan dalam membentuk kepuasan penumpang dibandingkan ketersediaan fasilitas komersial. Penelitian ini memberikan implikasi manajerial bagi pengelola bandara untuk memprioritaskan peningkatan standar kualitas layanan, sambil mengoptimalkan tata kelola retail sebagai pendukung pengalaman perjalanan yang holistik dan sumber pendapatan non-aeronautika yang berkelanjutan

Pengaruh Fasilitas, Harga dan Aksesibilitas Terhadap Tingkat Kepuasan Pengguna Jasa dengan Kualitas Layanan sebagai Variabel Mediasi di Bandar Udara Jenderal Besar Abdul Haris Nasution Mandailing Natal Indrawan, Agus; Agusinta, Lira; Abidin, Zaenal
Journal of Authentic Research Vol. 5 No. 2 (2026): May
Publisher : LITPAM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/fb4as163

Penelitian ini menganalisis pengaruh aksesibilitas, fasilitas, dan harga terhadap kepuasan pelanggan dengan kualitas layanan sebagai variabel mediasi di Bandar Udara Jenderal Besar Abdul Haris Nasution, Kabupaten Mandailing Natal, Sumatera Utara, yang dimotivasi oleh isu-isu terkait kecukupan fasilitas, harga tiket penerbangan perintis yang tinggi, akses transportasi umum yang terbatas, dan kinerja layanan personil bandar udara. Dengan menggunakan metode survei dan observasi, data dikumpulkan melalui kuesioner kepada pengguna layanan dan data sekunder tentang fasilitas, harga tiket, dan aksesibilitas, kemudian dianalisis secara statistik. Hasil penelitian menunjukkan bahwa aksesibilitas dan fasilitas memiliki pengaruh langsung yang positif tetapi lemah dan tidak signifikan terhadap kepuasan pelanggan, sedangkan harga cenderung memiliki pengaruh negatif yang lemah dan tidak signifikan. Namun, aksesibilitas, fasilitas dan harga masing-masing memiliki pengaruh positif dan signifikan terhadap kualitas layanan. Kualitas layanan memiliki pengaruh yang sangat kuat, positif, dan signifikan terhadap kepuasan pelanggan dan sepenuhnya memediasi hubungan antara aksesibilitas, fasilitas, dan harga dengan kepuasan pelanggan. This study analyzes the influence of accessibility, facilities, and price on customer satisfaction, with service quality as a mediating variable at Jenderal Besar Abdul Haris Nasution Airport, Mandailing Natal Regency, North Sumatra. The research is motivated by issues related to inadequate facilities, high ticket prices for pioneer flights, limited public transportation access, and the performance of airport service personnel. Using survey and observation methods, data were collected through questionnaires distributed to service users, as well as secondary data on facilities, ticket prices, and accessibility, and then analyzed statistically. The results show that accessibility and facilities have a direct positive but weak and insignificant effect on customer satisfaction, while price tends to have a weak and insignificant negative effect. However, accessibility, facilities, and price each have a positive and significant effect on service quality. Service quality has a very strong, positive, and significant effect on customer satisfaction and fully mediates the relationship between accessibility, facilities, and price with customer satisfaction.

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